Confirm which payment provider handled the order. Shopify’s guidance directs merchants using a third-party provider to that provider’s evidence process.
Gather the source records
- The dispute and payment references, amount and due date.
- The customer’s complaint and purchase-time terms.
- The relevant fulfillment, access, cancellation or refund history.
- Any earlier response or resolution recorded by your team.
Review and send
Explain how each record addresses the claim. Confirm the accepted file format and final submission step in Shopify. Save the submitted version and the case confirmation.
Use Pingpong for preparation
The writing guide helps structure a factual draft. The PDF formatter prints approved text and an evidence list. It does not connect to Shopify or submit the response.